Casinoin - Player's account was blocked.

Έπαιξα όπως άλλες φορές ενα μπονους Σαββάτου που δίνουν Τσιραρα κανονικά το ποσό όπως προβλέπεται κέρδισα 840 ευρω!! Δεν μου δίναν την ανάληψη για περίπου 10 μέρες και τελικά με κλείσανε με δικαιολογία οτι έπαιξα απο άλλη ip!!!!!!!

Σε υπεράσπιση μου εχω ρωτήσει εάν μπορώ να παίξω απο λαπτοπ φίλου γιατί ήμασταν μαζεμένοι σε μια καφετέρια και θέλαμε να περάσουμε την ώρα μας !!!!!! Το καζινο ειναι αυτο εδώ

https://casinoin.pro/el

Casinoinμεγάλοι κλέφτες

Dear Vaggelis,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
• Was your friend also a player in the Casinoin casino? 
• Did the casino specify any particular rule you breached in the casino, when they informed you about the blocking of your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Περιοπου 3 μήνες είμαι παίχτης εχω ξανα κάνει αναλήψεις όπως και καταθέσεις

κουλοχέρηδες έπαιζα όλα κανονικά χωρίς να υπερβώ κάποιον όρο

ο φίλος μου ναι ειναι και αυτός παίχτης στην ίδια εταιρεία

με διαγράψαν χωρίς να μου στείλουν τπτ στην συνομιλία που μπήκα απλά μου είπαν οτι εχω αποκλειστεί λόγο IP ενώ είχα ρωτήσει άν μπορώ να παίξω σε άλλο λαπτοπ !!!!!

επισεις αφού είμαι παράνομος γιατί δεν μου δώσανε το πόσο της κάταθεσης πίσω και απλά με κλείσανε να τα παίρνουν ξέρουν αλλα να τα δίνουν οχι?

When did your friend open their account? Was it before or after you opened yours? Is their account verified? Was this the only time you used his computer or another device to play in the casino? Could you please forward any communication where you asked for permission to play on a different computer and what the casino support replied to you? My email is tomas@casino.guru

Ο φίλος μου ήταν πιο παλιός πελάτης περίπου 5 μήνες πριν ο λογαριασμός του είναι επαληθευμένος ! Ναι πήρα πρώτη φορά το ταμπλετ του δεν με αφήνουν να συνδεθώ να πάρω τις συνομιλίες ούτε εμένα ούτε του φίλου μου δεν απαντάνε καν όταν τους λέω για τις συνομιλίες

Thank you very much, Vaggelis, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Vaggelis,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Casinoin's representative to join this conversation and participate in the resolution of this complaint.

Dear Casinoin Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and withdraw his winnings? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence? Can you please also share with me the complete communication between the player and the casino about using a different device, which the complainant mentioned above?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Σας ευχαριστω για την βοήθεια !! Παρακαλώ να ανοίξει η συνομιλία και του φίλου μου που φαίνεται υπάλληλος της casinoin να λέει δεν υπάρχει πρόβλημα να παίξεις απο λαπτοπ ταμπλετ άλλου νου ! Και να μας απαντήσουν γιατί με αφήσανε να καταθέσω εφόσον κατι δεν τους αρεσε!!!

Good afternoon,

We are sincerely sorry to hear about this negative experience 🙁

Dear customer, please provide us with your login details so we could investigate this issue further.

We look forward to hearing from you soon.

Best regards,

Casinoin

We thank you for the login details, we were able to identify your account.

Unfortunately, we see that you are providing CasinoGuru representative with false information:

"In my defense I have asked if I can play from a friend's laptop because we were gathered in a cafe and we wanted to pass the time!!!!!!"

As the communication shows, you did not ask customer support about playing from the friend's laptop and customer support never gave you the approval for that.

We will send all the evidence on multiple accounts registration + false information provision to branislav.b@casino.guru.

Kind regards,

να Στείλετε την συνομιλία του φίλου μου να δείτε !!! Και δεύτερον για πιο λόγο από την στιγμή που δεν απαγορευεται μου κρατάτε τα κέρδη ; Είναι παράνομο έχουμε ταυτοποίημενους λογαριασμούς δεν κάναμε κάτι παράνομο

καλησπερα τι γινετε με τους κλεφτεσ δεν εχω καποια απάντηση ! επίσης θελω να κανω μια ερωτηση αν χαναμε τα λεφτα θα μας κλεινανε? δεν νομίζω

Greetings all,

I am sorry for the delay.

Thank you, Casinoin Team, for your email and the additional details provided.

Dear Vaggelis,

Your explanation changed, and the last version does not make sense.

First, it was a laptop, then it was a tablet. You claimed that you contacted the casino's Customer Support, then you mentioned that it should be in your friend's chat.

In the meantime, I saw a communication between your friend and a live chat representative. I see that only a theoretical question about using a friend's device and taking a bonus was there, and then a question about the consequences. The casino did not recommend it but did not know the circumstances. Your friend asked about it as if it had already happened, but it had not been done yet. This was sent from your friend's account, and before the deposit was made.

Therefore, I would like to ask you a few questions to clarify the situation.

Could you please somehow rationally explain to us what really happened? What was the real purpose of contacting the casino?

What games did you play, and what bonus did you use? Did your friend also use the same bonus?

You mentioned that the casino blocked/closed your account because you used another IP - can you please send me a communication where the casino informed you about this?

The possible ways of sharing the necessary data and details were already stated above.

Looking forward to hearing from you.

Ρε τανας γιε άργησε η ανάληψη να γίνει και μπήκε ο φίλος μου να ρωτήσει αφού μπηκαμε μαζί και παίξαμε ! Πιο ειναι το πρόβλημα που ήμασταν για καφέ και είπαμε να παίξουμε απο το tablet του ?!!!!!! Άμα χάναμε ρε πούστηδες θα ήταν όλα καλα ? Λεφτά βάλαμε ταθυτοιποιημενα είχαμε και τα δυο προφίλ πιο ειναι το πρόβλημα ? Απλά είστε κλέφτες

απαιτω αφού ήμασταν παράνομοι για σας να μας γυρίσετε τα λεφτά της κατάθεσης ! Για πιο λόγο μας κρατάτε και τα κέρδη και την κατάθεση ?!! ΚΛΕΦΤΕΣ

"What is the problem that we were having coffee and we said let's play from his tablet?!!!!!!"

The problem is that it is strictly prohibited, and it means a serious breach of the casino's Terms and Conditions and the Bonus Terms and Conditions, which you accepted upon registration. Especially, if both accounts used the same bonus. Under such circumstances, it would likely not be possible to prove otherwise. In addition, there was no information sent to the casino before it happened, and no one provided you with permission to do it.

However, there are several questions that still have not been answered. Therefore, I would like to repeat them.

"Could you please somehow rationally explain to us what really happened? What was the real purpose of contacting the casino?

What games did you play, and what bonus did you use? Did your friend also use the same bonus?

You mentioned that the casino blocked/closed your account because you used another IP - can you please send me a communication where the casino informed you about this?

The possible ways of sharing the necessary data and details were already stated above."

Please note that your cooperation is required. If you are not able and willing to cooperate and you refuse to provide us with the requested information and evidence, I am afraid we will be forced to think about complaint rejection.

Thank you for understanding.

Δεν θυμάμαι όλα τa παιχνίδια που παίξαμε όλα τα παιχνίδια ήταν από τον πάροχο της pragmatic σε κουλοχέρηδες όπως dog house Thor sweat bonanza! Χρησιμοποιήσαμε το μπονους του Σαββάτου όπως κάθε Σάββατο! Ο φίλος μου είχε παίξει είχε χάσει στον λογαριασμό του και του λέω έλα να βάλουμε και στον δικό μου λογαριασμό! Ανοίξαμε το ταμπλετ του γιατί δεν θέλαμε να παίξουμε από το κινητο μου λόγο μικρής οθόνης και παίξαμε! Αφού κερδίσαμε κάποια χρήματα είδαμε μετά από μέρες ότι η ανάληψη δεν φεύγει και ότι υπάρχει πρόβλημα έτσι ρωτήσαμε αν υπήρχε πρόβλημα που παίξαμε από το ίδιο ταμπλετ

Επισεις το καζινο δεν με ενημέρωνε για πιο λόγο με κλείσανε απλά δεν μπορούσαμε να συνδεθούμε με τα στοιχεία μας και υπενθυμίζω και οι δυο λογαριασμοί είναι ταυτοποιημενοι και έχουμε ξανά παίξει αρκετές φορές

Dear Vaggelis,

After gathering all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - there are strong and reasonable grounds to believe we are talking about multiple account use, which is forbidden, and also about bonus abuse. Only one account and one bonus are allowed per player, and according to the provided evidence in combination with your claims and inconsistencies between the versions you provided, it would be very difficult or even impossible to prove that you did not play with both connected accounts. Apart from that, there is another thing. I asked you to provide me with the communication where the casino informed you about account closure since you claimed it was due to using another IP address. You have not provided me with it, and you even changed your explanation again - in your last post, you claimed that the casino did not inform you about any reason. In addition, players play with real money first when playing with an active bonus. It means you played your real money deposit away before you started playing with bonus funds, and you are not entitled to the winnings obtained from this bonus due to a breach of the rules. Thus, there remained nothing the casino could return to you back.

Each player is obliged to read the terms and conditions and comply with them, and you accepted them upon registration. The casino acted correctly, in accordance with its terms and conditions, and we accept its decision.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that regulates the casino. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Casinoin team, for your help and cooperation.

Best regards,

Branislav, Casino.Guru